Syensqo IS - Customer Support

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Presentation


Voice of The Customer process aims to collect, store and improve Solvay Net Promoter Score (NPS).

GBUs have to conduct Customers interviews, where, among other key questions, will gather the Customer feedback. 


Process Overview

VOCs are collected outside of the CRM solution, then they are integrated or uploaded in SalesForce.com as "VOC" records.

They are stored in two ways :

  1. VOC surveys are managed by 3rd party :



  2. VOC surveys are managed by Solvay (Qualtrics)

    VOCqualtrics.PNG


When VOC records of a survey have been registered in the system, a VOC Customer Action Plan can be set up : VOC actions may be created to improve the customer relationship and increase the NPS score.


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